IT Sr Mgr TPO ServiceNow GS Products

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Technology Product & Platform Management

Technical Product Management

Scientific/Technology

New Brunswick, New Jersey, United States of America

We are hiring a Senior Manager, Technical Product Owner (TPO) to lead the Service Now Global Services product portfolio focused on HR case management, Payroll case workflows, and Expense Reporting. In this role you will define strategy and product operating model, own multi-year roadmaps, and lead a team of product owners and cross-functional partners to deliver scalable, secure, and user-centric Service Now solutions that transform the employee experience and reduce operational risk.

• Act as the TPO for GS Service Management products, driving the vision and strategy to meet stakeholder needs across HR, Payroll, and Expense Reporting.
• Own the multi-year product roadmap and portfolio backlog; prioritize epics and initiatives to deliver high-impact outcomes (reduced cycle time, improved satisfaction, lower cost-to-serve).
• Collaborate with cross-functional teams — business stakeholders, functional product groups, technology services, and HPT chapter expert services — to gather requirements, prioritize features, and deliver comprehensive analytics and platform solutions.
• Define and manage the product backlog; ensure user stories, acceptance criteria, and dependencies are clear, actionable, and aligned to business value.
• Translate business requirements into technical specifications and partner closely with architects, data engineers and developers to ensure timely delivery of enhancements, integrations, and analytics capabilities.
• Monitor platform and product performance; identify areas for improvement and recommend enhancements to support informed decision-making and operational excellence.
• Lead use‑case discovery and pilots for in‑platform AI and intelligent automation (Virtual Agent, Predictive Intelligence, Flow Designer AI actions) to accelerate case resolution, improve triage and enhance self‑service.
• Conduct regular QBRs and stakeholder reviews; collect feedback and iterate to continuously enhance product capabilities and user experience.
• Create compelling value propositions to secure development budget, articulating expected benefits, measurable outcomes, and key results.
• Lead training sessions, workshops, and demos to promote platform adoption, influence business partners, and maximize the platform’s potential.
• Ensure governance and compliance by partnering with Info Sec, Privacy, Legal, and Payroll/Finance teams; maintain portfolio metadata and artifacts in Nexus, Asset Management, LeanIX, ITSM, and IAM.
• Sponsor delivery excellence: define success metrics, enforce testing and release governance, and mentor product owners and Agile teams to raise delivery maturity.

• At least 8 years of experience in product management, program delivery, or product‑focused IT leadership; minimum 5 years owning Service Now products or large‑scale HR/payroll/shared‑services systems.
• Deep domain knowledge of HR case management, payroll case workflows, and expense reporting processes, including integrations with Workday, payroll engines, ERP systems, or similar.
• Strong Service Now expertise: HRSD, Case Management, workflow automation, configuration vs customization trade‑offs, and…